FAQ

What is a kilowatt-hour (kWh)?

A kWh is how electrical power is measured over time. When you buy produce at the grocery store, you are charged by the pound. With electricity, you are charged by the kilowatt-hour. To get a kilowatt hour, you have to use 1000 watts of energy for 1 hour. For example, in order for a 25 watt light bulb to use 1 kwH, you would have to leave it on for 40 hours.

What are TDU charges?

TDU (which stands for Transmission Distribution Utility) charges, or delivery charges, are charged to every ESI ID. They go toward maintaining the power lines and poles, and repairing storm damage. Without these charges the TDU would not be able to provide reliable service.

What is an electricity facts label (EFL)?

Your EFL gives you an itemized list of important information about your electricity service including :will be in the Welcome Packet we mail to you when your service begins

What are Terms of Service?

The Terms of Service (TOS) document outlines the agreement made between you and your electricity provider about your rate, length of contract, and other specific details about your plan.

What are my rights as a customer?

Your Retail Electricity Provider (REP) will send you a document titled Your Rights as A Customer (YRAC) that outlines the rights you have as a consumer. These rights include programs for low-income customers, your right to have your meter tested once every four years without charge, or what to do in case you service is disconnected.

Who reads my meter?

Your meter is read by your Transmission and Distribution Service Provider (TDSP) every month.

What if there was a mistake in my meter reading?

If you believe there was an incorrect read of your meter, you may call your Transmission and Distribution Provider (TDSP) at the number provided on your bill. You may also call VOLT EP’s customer service at (281) 369 – 5900 and we will be happy to arrange a re-read with your TDSP. However, if the initial meter read was correct, you will be charged a meter re-read fee, as determined by your TDSP.

How do I report a power outage?

Report power outages to your Transmission and Distribution Service Provider (TDSP). Your TDSP will vary based on where you live, but their contact information appears on every bill you receive from VOLT EP.

Who owns the power lines?

The Transmission and Distribution Service (TDSP) in your area owns the power lines. They are responsible for the maintenance and care of the lines, as well as being your contact in the case of power outages.

What is a fixed rate plan?

A fixed rate plan is one in which your rate for electricity stays the same but your bill will fluctuate depending on how many kWhs you use and if the Public Utility Commission of Texas (PUCT) approves any new changes to the TDSP tariff.

What is a variable rate plan?

A variable rate plan is one in which the price per kWh fluctuates for factors determined by an REP.

What is an index plan?

An index plan means you pay the market price of a kWh, plus a small service fee. You can see our recent rates and the actual cost of a total bill for some of our residential customers on this plan on the Power Wall page of our website.

Where do I mail my payment?

You can mail your payment to: VOLT Electricity P.O. Box 662210 Houston, TX 77429-2210

Why is my electricity bill so high?

The price of your electricity bill will depend upon the type of plan you have. If you have a fixed rate plan, your bill will be higher when your usage is higher. Some ways to lower your bill include setting your thermostat to a higher temperature in the summer, making sure to turn off lights when they are not in use, and purchasing energy star appliances. If you have a variable rate plan or an index plan your bill can be higher if your usage is higher, but also if your rate has gone up based on market prices.

Are my online payments made securely?

When you make your payment through the online portal, your data goes through a secure payment gateway. This is very similar to any other online purchase you make through other popular merchandising websites.

Can I transfer service from VOLT EP ito another provider?

If you are not satisfied with any of VOLT's signature plans, you are always free to switch to another provider, without any termination fee. We believe that you should have the freedom to stay with a provider because you like their services, not because you are forced to stay by contracts and termination fees. If you ever become dissatisfied with your service and wish to cancel, please call us at (281) 369-5900 and let us know your reasons for leaving so we can better improve our services.

How do I transfer my VOLT Electricity service to a new address?

Please call us at (281)369-5900 to have your service transferred to a new address.

Will I have to pay a deposit?

A deposit is dependent upon your utility credit score and the amount is determined when you sign up for service with VOLT EP. If a deposit is required and you don’t wish to pay one, you may always choose to cancel your order. Some customers may be eligible to have the deposit waived.

Why do you do a credit check?

VOLT EP conducts a credit check to determine if a deposit is required. The credit check examines your payment history with a credit agency and your payment record with other utility providers.

How do I renew my plan?

Please call us at (281) 369-5900 to renew your plan

Will I get the same rate if I renew?

Because the price of electricity fluctuates with demand, your renewal rate will likely not be the same as your current rate. Our current rates are found on our website.

How will I know it is time to renew my plan?

VOLT Electricity will notify you by mail, email, and/or your Online Account manager messaging system when you are eligible for renewal.

Will my contract automatically renew?

Your contract will not renew automatically, which ensures that you have the opportunity to review the contract terms, and give your consent before any new contract will begin.

How do I add an authorized individual to my account?

Please call our Customer Service at (281) 368-5900 and provide them with the name of the authorized person you would like to add. Any authorized person must be at least 18 years old.

What if I can’t pay my bill?

If for any reason you are unable to pay your bill, please contact VOLT EP right away at (281)369-5900.

What plans do you offer?

We offer a variety of plans for every lifestyle, including Fixed Rate, Index, and Time of Use. To view all of the plans In your area and find one right for you, click the Residential Tab at the top of this page.

After I switch, how long will it take my service to begin?

Your service will be switched at your next meter reading, which can take up to 7-10 business days. You may go through 1 or 2 more billing cycles with your current provider before your service transfers to VOLT EP. Some of our customers have experienced their service being switched as early as the same day.

How much does it cost to transfer service?

There is no charge to transfer service to a new address if your service start date is flexible. If you do decide to pick a specific date, your TDSP may charge a small fee.

Will my service start date be guaranteed?

Since many things can affect your utility company from reading your meter (such as weather, broken meters, dangerous animals near the meter, etc) your service date cannot be guaranteed. You can check the status of your switch by logging into your account at www.voltep.com

I am moving out of Texas before my contract ends; will I have to pay an early termination fee?

For its signature plans, VOLT EP does not charge termination fees for any reason.

Can my deposit be broken up into payments?

If you are required to pay a deposit, your service cannot begin until your deposit has been paid in full.

Will my deposit be refunded to me?

Once you have paid your bill by the due date for 12 consecutive months, your deposit will be returned to you.

What areas does VOLT service?

VOLT EP services area covered by five TDSPs: Centerpoint, Oncor, TNMP, AEP North, and AEP Central